-Manage and coach a team of 6-7 senior technical support engineers (comparable to technical account managers) in the US and Europe to ensure their success in supporting their designated enterprise customers subscribed to our PRIME Services offering.-Implemented process improvements to reduce average PRIME Support ticket resolution time by 48%.-Partnered with other support managers and operations to develop and implement a case audit process to provide optimized coaching for individuals.-Chair of CS Cares committee, centered on improving employee experience and department culture-Developed customer health dashboards for PRIME Support customers to understand support trends among their end-users, identify adoption or training needs, and optimize usage of product features.-Partnered with the Digital Experience team to develop and publish online help center content.-Partnered with finance to understand profit margins of PRIME Support offering and develop staffing and operating models to maintain healthy margins for the team.-Formally expanded PRIME Support offering to Europe. Hired and trained the first PRIME Support specialist in Europe to deliver on updated offering.-Handled customer escalations and managed priorities and expectations regarding product engineering tickets.

-Maintained a multi-million dollar portfolio of strategic accounts and new logos. -Trained and coached team members to ensure the success of their assigned customers and projects. -Contributed to the development of team methodologies, documentation, and internal resources. -Participated in strategic initiatives that involved multiple departments to improve the customer experience.-Executed standard Technical Consultant responsibilities (see previous role)

-Involved in the full lifecycle of technical implementations of new enterprise customers-Ensured projects delivered customer value by focusing on adoption and customer satisfaction-Acted as the solution expert, handling technical expectations, processes and deployment during implementation-Post-implementation, supported escalated technical items-Delivered optimization training to ensure long term adoption and success-Supported the account team by running technical health checks and providing supporting data and metrics to prove or recommend steps to achieve business value.

Led a team of Premier Technical Support Engineers to build and maintain relationships with key customers to provide premier-level technical support and consulting.

Tasked with co-founding the Premier Support team, I was responsible for defining processes and customer deliverables. My team generated over $1M in recurring support revenue within the first year.-Providing in-depth support to customers subscribed to SaaS platform. -Partnered closely with Sales and Customer Success Managers to ensure the success of top customers -Provided advanced support and troubleshooting for software-as-a-service (SaaS) technologies-Provided proactive recommendations related to overall application performance-Served as the primary technical contact for customers and coordinated the interactions and communications between the customer and various supporting teams during critical situations-Maintained a deep understanding of customers’ processes, business goals, software application settings, and system configuration-Managed cases by researching customer issues and questions, providing regular communication, and driving successful resolution in line with service level agreements

Provided dedicated technical support for named enterprise customers.

Provided advanced-tier technical support for complex customer cases and acted as liaison between customers and development teams.

-Provided day-to-day functional and technical software application support to global customers-Troubleshoot software application issues-Logged customer reported defects in case tracking system-Gained a deep understanding of the application, including complex features configuration-Provided constant and ongoing communication with customers regarding support cases-Created accurate, reliable, and complete case activity updates suitable for maintaining an accurate knowledgebase-Ensured proper, timely follow-up on assigned cases to ensure service level agreements were met and client satisfaction was high

Consulted with potential clients to evaluate sales processes and identify solutions to improve productivity, effective lead management, and overall sales results using sales acceleration technology.

-Started a landscape business while in college, took full time in 2013-Executed all aspects of growing and running my own small business-Designed, built, and maintained landscapes for residential properties-Maintained landscapes for commercial properties-Hired, trained, and supervised teams-Acquired another small landscape company and merged the businesses-Alpine Lawn and Landscape was successfully acquired by a larger landscape company

-Served in a lead capacity to coordinate and execute all responsibilities in greenhouse operations-Established and maintained IPM plan-Conducted self-driven plant breeding experiments with geraniums and coleus to develop new varieties-Planned seed orders and growing schedules-Planted and grew annuals for sale in the spring-Assisted in design, installation, and maintenance of greenhouse conservatory room-Maintained a collection of interior plants for University education courses

-Led and trained a team of landscape specialists-Pruned and maintained campus shrubs-Coordinated and executed snow removal efforts